Job Description

NetImpact Strategies is seeking a Customer Support Lead to join our talent IT team for a new engagement with a Federal Agency. This person will be responsible for overseeing all processes comprising day- to-day operations of Tier 2 deskside and customer support. The Customer Support Lead is responsible for achieving high quality Tier 2 operations for both incident support and request fulfilment, striving to meet Service Level Agreements resulting in high customer satisfaction levels. Works with the Service Desk Manager to improve customer service standards through communication techniques, work instructions, training, and dashboards. This position is responsible for the interaction and engagement with the Service Desk Manager federal lead and COR (when necessary).

Responsibilities include, but are not limited to:

• Managing Service Desk Tier 2 and Customer Support personnel in the performance of daily responsibilities
• Provides ongoing quality assurance and feedback
• Facilitating Readiness Review of new systems and services transitioning to Service Desk operations
• Managing the development of SOPs, training material and knowledge articles to be published for Service Desk and customer
• Working directly with customers when incident, request or problem escalation is viewed as necessary
• Serving as liaison for issues requiring CFPB or vendor support
• Delivering management level reporting
• Produce management information, including KPIs and reports, and perform trend
• Ensure efficient flow of tickets through Service Desk Tier 2 and
• Address areas where Priority 1 through Priority 5 service level targets have not been met by Service Desk.

Qualifications

Qualifications:

• Minimum of three (3) years’ experience in customer support lead position in an organization similar in size and scope described in this PWS
• Demonstrated experience managing Tier 2/Customer Support operations and personnel in an environment similar in size and scope as described in this PWS Supervisory experience preferred
• Strong knowledge of computer troubleshooting, process development, analysis, critical thinking and problem-solving skills
• Strong knowledge of Active Directory, ServiceNow (or similar tools) and experience creating and analyzing reports
• Working knowledge of ServiceNow software or similar software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation
• Demonstrated experience developing and utilizing reporting systems to provide metrics reporting in support of Continuous Service Improvement
• Demonstrated ability for oral and written communication with the highest levels of management and
• ITIL Foundation certification
• US Citizenship and the ability to obtain a Public Trust clearance

About Us

Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").